Word With A File: Full Name, Schedule and Final Activity: E.G. ALVIOLA, PAMELA HM27 MWF 1530-1630 Final Activity

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Directions: Read each question on how to measure the effectiveness of quality of service delivery and of
the overall guest experience.
1. Is it critically important for hospitality organizations to measure how satisfied guests are with
service quality and value? Or is it sometimes sufficient for organizations simply to offer the best
service they can and hope for the best?
Service quality in the hospitality industry is one of the most important factors to get sustainable
competitive advantage and customer trust in a very competitive market, and therefore service
quality can provide a great hospitality industry the opportunity to create competitive
differentiation for the organization. Since there are many hotels on the market that provide the
same or similar services, it is very important not only to attract but also to keep customers in
your hotel for the long term. Many benefits can be achieved with quality services such as
building customer satisfaction, contribute to business images, build customer loyalty, and
provides competitive advantage for business. To maintain a position held and to compete in the
future, it is necessary to provide quality services where old customers can be maintained, and
new customers may be interested.
2. Regarding the strengths and weaknesses of different methods for measuring service quality:
A. What are the strengths and weaknesses of managerial observation?
Managerial observation is the uncomplicated and low-cost technique to assess the quality of
guest services. In addition, managerial observations give bosses the chance to appreciate
outstanding employees and advise an employee who may not provide services because the
organization wants it. It also provides modeling circumstances where supervisors observe
service failures and can show employees how to fix problems. However, some managers may
not have adequate knowledge in observing or they may have prejudice that influence their
objectivity. Sometimes when employees know that managers observe the process of
providing services, they always execute different standards.
B. What are the strengths and weaknesses of guest comment cards?
The advantages of a comment card make it interesting to collect guest satisfaction data,
especially for smaller organizations that cannot be able to provide assessment staff or quality
consultants. Organizations can measure the success of differentiation strategies. The
organization studied their guests in order to determine their expectations, then incorporate
the assumptions in the comment card question. The biggest disadvantage of the comment
card is that many guests disregard it and don't provide relevant answer, so that the card
received is impossible to become a general description of the perception of true guests.
Most guests who are not satisfied doesn't fill the cards, go calmly, and never come back.
Other crucial disadvantage of the comment card are pause times between guest responses
and managerial reviews prevent the correction of the gap and service failure in place. As
soon as the moment of truth has passed and the guest leaves angry or disappointed after
expressing a negative response on the comment card, the opportunity to recapture that the
future business is reduced.
C. Why is the comment card technique used so frequently in spite of its weaknesses?
The comment card is affordable and easiest to use among all data collection methods. If it is
properly designed, they are easy to calculate and analyze. These advantages make them
interesting to collect guest satisfaction data, especially for smaller organizations that cannot
be able to buy staff or quality assessment consultants. Many are found throughout the
hospitality industry; the comment card depends on voluntary guest participation. Guests
assess the quality of guest experience by responding to several simple questions on the
forms available easily, usually postcards. Guests heed the form in the box placed near the
exit, restore directly to the service provider, or send it to the company office.
3. What provisions would you expect to find in a typical service guarantee for a restaurant:
A. What are the advantages and disadvantages to restaurants of offering such a guarantee?
Service guarantees have a crucial part in restaurants in order to persuade potential guests
who are hesitant about the restaurant in order to try it, but they also provide a method to let
guests acknowledge to service quality. It conveys a strong message to both employees and
customers as the organization takes service quality seriously and will stand close on it.
Guarantee forces everyone to anticipate of services from the customer's point of view. And it
is also a win-win situation because complaints help organizations to correct anything wrong
before more customers have problems. Service guarantee disadvantage is that fear of
customer fraud, is another big obstacle for most service managers considering offering
guarantees. and tend to worry about service guarantee program costs.
B. How might the service guarantee of a quick-serve restaurant and a fine-dining restaurant
differ?
The difference between quick-serve or fast food restaurants and fine-dining restaurant
service guarantee is that the quick-serve restaurant uses multiattribute-specific which they
only cover a few relevant service in allocating the guarantee. For instance, the specific fast
food restaurant guarantees that “if the food’s not served hot, it’s free” so in that case there’s
no guarantee if ever they will not serve cold drinks. While in a fine-dining restaurants they
focus on a full-satisfaction guarantee that will cover all detail in the organization. On the
contrary the fine-dining restaurants will offer a guarantee that “If you are not fully satisfied
with our services, anytime as long as you are dissatisfied, just go to the front desk and we
will refund the price of your full settlement. We mean every word. Whatever. Even though.
Always. But to make sure this is very clear, we are certain to clarify it further.” which means
every dissatisfactory factors you’re able to feel then it is guaranteed.
C. Why would a hotel be more apt to use a guarantee than a restaurant, or a restaurant
than a hotel? Do the restaurants with which you are familiar have guarantees?
Hotel is more suitable to use guarantee than a restaurant because customer service is the
main method for getting a competitive advantage in the hotel industry. Hotels are meant for
staying in a day and night it is very important to take serious actions since the hotel will be
accommodating different kinds of people and mistakes is always been in a person’s nature.
Over the past decade, the hotel industry has expanded the hotel guarantee agreement to
enter more quality. Many hotel chains offer guarantees on room varieties and room tastes.
This type of guarantee makes sure that the customer that will accept certain types of rooms
with peculiar facilities.
4. What are the advantages and disadvantages to hospitality organizations of mystery

shoppers? In which types of hospitality organizations do you think mystery shoppers would be
most and least effective?
Mystery shoppers advantage is that they can observe the competent organizations in a particular
market and systematically collect information. Since mystery shoppers visits without notice, the
employees cannot cover-up their performance. It is also to test the employee’s efficacy skills to
respond and to anticipate service problems and failure of service administration. Disadvantages
of utilizing a mystery shopper is that small samples from which shoppers produce reports.
Because anyone can have a bad day or a bad shift, mystery shopper can base the hypothesis of
uncommon or irregular circumstances. Furthermore, unique preferences, bias, or assumption of
individual shoppers can affect reports too much.
5. To what extent should managers use a cost/benefit analysis when trying to determine which
techniques to use to measure the guest’s perception of the guest experience’s quality and value?
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General Directions: Read and answer each question carefully.

Write all your answers in a Microsoft

4. What are the advantages and disadvantages to hospitality organizations of mystery

Chapter 13 Serving perfectly. - Free Online Library (thefreelibrary.com)

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